Business Technical Support Specialist

Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.co

mThe Enterprise Support and Services Department based in Bucharest is looking for a new and enthusiastic member

!As a Business Technical Support Specialist, you will be responsible for ensuring high-quality technical assistance for the Bitdefender business clients world-wide, within the required performance and SLA requirements. You will act as a liaison between Bitdefender and its existing customers

.
The services provided are focused on email, phone, ticketing system assistance, however you will also be required to coordinate remote sessions for better visibility and more efficient troubleshooting of the reported issue

s.
In this process, you will act as a link between our customers’ needs and the other departments by performing escalations to the next tier and providing detailed descriptions or reports where necessary. You will thus be required to work closely with other Bitdefender experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspecti

ve.
Responsibilit

• ies:
  Ensure 1st Level of Support via email, phone, and remote assistance for Bitdefender Enterprise customers in the agreed terms and condi
• tion;Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relation
• ship;Offer alternative and creative solutions to issues/questions where appropriate to prevent disruption in client activi
• ties;Maintain client confidence and protect operations by keeping client and client’s employee information confiden
• tial;Contribute to written documentation (Knowledge B
• ase);Escalate internally to the next tier of support or other departments while keeping the responsibility of
• case:Meet the SLA requirements and the internal procedural work
• flow:Propose improvements related to procedures, workflows
• etc.;Timely and accurate reporting on status for assigned t
• asks:Work in 8 hours shifts,

24x7
Technical Require

ments:
Minimum 1 year of professional experience (technical support field) in the following

• areas:Windows Desktop Family administration: Windows 7/8
• /10/11;Windows Server Family administration: AD, DHCP, DNS, Remote Services, Ex
• change;Server virtualization administration: VMware ESXi, Citrix Hypervisor, Microsoft Hyper-V, RHEV, N
• utanix;Virtual Desktop & App Infrastructure basic administration: Citrix App and Desktop Virtualization, VMware H
• orizon;Linux/Unix server basic administration: Installation, maintenance, upgrade, back-up, NFS,
• TCP/IP;Basic knowledge of TCP/IP networking concepts and hands-on expe
• rience;Software containers and matiautoon basic knowledge: Docker, Kube
• rnetes;Experience with cybersecurity products and services is

a plus.
Language Requi

• rements:
  Excellent English verbal and written communicatio
• n skills;Fluent German, Spanish or French ar
• e a plus;Ability to effectively communicate (verbal and written) and present information clearly to both technical and non-technical a

udiences.
Other Req

• uirements:
  Degree in Computer Science, Engineering or
• equivalent;Result-oriented and good diagnos
• tic skills;Efficient time management and t
• eam player;Quick learner, dynamic, energetic and custome
• r-oriented;Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension o
• r conflict;Demonstrated excellent problem solving/troubleshooting/phone listen